When students first reach out to enquire about your institution, how well you respond to those enquiries can impact whether those students convert. But how can you get a genuine understanding of your enquiry service and how you perform within the context of the higher education market?
With the Enquiry Experience Tracker (EET), you can hear directly from the students’ perspective. A global syndicated research program that focuses on giving you an objective assessment of how well you’re doing, the EET gives you clear guidelines for action on where, and how, to improve.
How does the Enquiry Experience Tracker work?
It all starts with mystery shopping.
Edified’s student mystery shoppers pose as prospective students, placing enquiries through your channels and analysing how you respond. They use a range of different personas and reach out through a variety of channels.
Edified experts then look through the mystery shoppers’ feedback and score the experience you provided, benchmarking it against other universities and colleges worldwide so you get a greater understanding of how you perform against competitors.
The unique scoring model used by the EET, developed in partnership with UniQuest, measures a wide array of different data points to give you an all-inclusive and well-rounded evaluation of your enquiry experience.
In your personalised report, your performance will be measured against 51 different criteria such as findability, responsiveness, clarity, personalisation, sentiment, and more. These factors will feed into your Enquiry Experience Score, which represents the average rating from each mystery shopper.
The Enquiry Experience Tracker is a powerful and essential tool for any data-driven student recruitment team, helping you optimise that vital window where student interest leads to action.
View the 2026 information pack
Mystery shopping
Edified’s mystery shoppers are real students who take on the identities of relevant personas, which are created in collaboration with client institutions. Through these identities, they make enquiries to institutions through key channels such as social media, email and live chat.
In these enquiries, student mystery shoppers will ask questions about an institution’s courses, such as course structure, career outcomes, admissions requirements and processes, student life, fees, accommodation and scholarships.
Institutions can get up to 24 mystery shopping enquiries, with four enquiries each persona.
Below are the domestic student personas and channels that will be used for the 2026 mystery shopping. For the first time, Edified will also be asking some students to submit an enquiry to ChatGPT and to share the results along with their impressions.
Institutions can request changes or substitutions to these personas on an individual basis.
Scoring and Benchmarking
With Edified’s benchmarking reports, you’ll gain a better understanding of how you perform compared to other institutions, both locally and globally.
You’ll also be measured against Edified’s standard of excellence, a proprietary measure that’s informed by both Edified’s own expertise in student communication and UniQuest’s conversion and student satisfaction data.
The criteria you’ll be evaluated on include channel availability, responsiveness, communication quality, follow-up and impact.
What can you expect?
You’ll receive a detailed, fully documented and personalised report with benchmarking, analysis and recommendations for improvement.
See an example institution report from the 2025 international students research.
Join the 2026 Enquiry Experience Tracker
The Enquiry Experience Tracker is a must-have for any data-driven student recruitment team.
Quantify how well your university delivers against key student engagement standards, and how your performance compares to your competitors.
You’ll be part of the mystery shopping and receive a personalised benchmarked report to support your student recruitment strategies.
Participation is simple and easy
- Register your institution
- Complete a short questionnaire
- Edified conducts fieldwork and evaluation
- Edified sends you a final report
The 2026 research is open to higher education institutions in Australia, Canada, New Zealand and the UK.
Registration options
Get a 10% discount when using the code ‘UQ10’.
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Essentials
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Standard
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Premium
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Two-year lock in discount: Essentials: £ 2,550 CA$ 5,250 AU$ 5.250 Standard: £ 3,750 CA$: 7,950 AU$ 7,950 Premium: £ 5,490 CA$ 11,250 AU$ 11,250 Group discount Special rates for groups of 6+ institutions. Please note: discounts can't be combined. |
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